Middle East Contact Centre Forum by Informa Middle East

17-18 September 2012 • Le Royal Méridien Abu Dhabi, UAE

Meet Your Speakers Dr. Salwa Al Nuaimi VP – HR & Talent Acquisition Etihad Airways UAE

Peter Sunderland Chairman Customer Contact Association (CCA), UK

Ahmed Abdo VP Head of Contact Centre Abu Dhabi Commercial Bank UAE

Syed Zia Islam Senior Vice President, Head E-Banking Services Retail Banking Group Dubai Bank UAE

Talal Shami Regional Call Centre Manager Aramex UAE

Hatim Badawi Director of Customer Care Etisalat Egypt

Featuring A Practical And Timely Agenda That Will Enable You To: Learn about new and innovative regional best practices Listen to case studies from award winning contact centres

Attend the “Technology Round Table Demonstrations” to discuss challenges and find out how to effectively implement new systems

Discover and understand new technologies through dedicated round table sessions Attend the practical and applied workshop offering an enhanced learning experience Take away practical learnings from contact centre experts to be immediately implemented into your own contact centres

Media Partner

Organised By

www.iirme.com/contactcentre

Welcome to the Middle East Contact Centre Forum in Abu Dhabi The Middle East has seen the contact centre industry evolve from basic call centres to multichannel centres that communicate via the web, social media and live chats, as well as a move to large outsourced contact centres with hundreds of agents servicing customers worldwide. With these new approaches, there is an even greater challenge to provide a unified and high quality service.

Key Topics For 2012

Who Should Attend?

How to transform your call-centre into a multi-channel contact centre: Covering issues related to HR, technology and cost minimisation Human resource challenges: Attracting, retaining, motivating and rewarding staff Focusing on Nationals in the contact centre industry and perspectives of evolution Integrating technology, business processes and human resources for optimum performance Outsourcing or not? Carefully choosing a provider that advocates your brand and maintains quality Centralising and streamlining your contact centre operations to reduce costs Lessons Learnt: International contact centre best practice “Real life experiences” and how successful technology implementations have improved contact centres’ operations

Networking and interactive sessions bringing you even more contacts and knowledge

 Interactive discussions, panels and debates Join the discussion and have your say! We want to have your views in each panel  Meeting Accelerator A unique facilitated networking session will give you the rare opportunity to meet your peers from different companies and industries. Bring plenty of business cards!

+971 4 335 2437

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It is a good session and a very good way to learn and understand how other industries drive customer service Mellany Tiglao, Contact Centre Guru, Vodafone About our previous customer service conference register@iirme.com

www.iirme.com/contactcentre

Partnering with the Middle East Contact Centre Forum 2012 We are offering a limited number of companies the opportunity to be involved in the most interactive event focusing on contact centres in the region. You can place your organisation at the heart of the event and position your brand as a technology leader in the industry. In addition to receiving significant exposure through our targeted marketing and PR activities, we will also offer you the opportunity to be involved in the “Technology Round Table Demonstration” and the “MENA Outsource Debate”. Learn more about how you can support the Middle East Contact Centre Forum 2012 by contacting Mark Butler at +971 55 1899 429 or sponsorship@iirme.com.

Headline Partner (limited to 1)

Technology Partner (limited to 4)

Position your brand as the leading contact centre solution provider within the MENA region at a premier focused event. “Headline Partnership” will allow your organisation to be an integral part of the Forum programme and offer some unique / exclusive exposure and business development opportunities such as pre arranged 1 to 1 meetings and the opportunity to chair the Forum as a thought leader.

Being involved in the MENA Contact Cente Forum as one of our limited “Technology Partners” will allow your organisation to host one of our “Technology Roundtables” and demonstrate your solutions to a large number of decision makers over a 2 day event. Combined with branding and pre event exposure, involvement in the Forum presents a fantastic business development opportunity.

Exclusive National Outsource Partner (limited to 4) Exclusive for one partner representing a country from the MENA region, our “Exclusive National Outsource Partner” will be invited to join the lively debate between in house contact centre managers and senior representatives from the 4 outsource partners. Additional branding onsite and exposure during the pre event marketing campaign make this an ideal opportunity to place your outsource contact centre as a leader in the region.

Exhibitor (limited to 8) The MENA Contact Centre Forum will bring together up to 100 leading professionals from in house and outsourced contact centres presenting a fantastic opportunity to showcase solutions and services to a large audience of decision makers in the exhibition area of the event.

+971 4 335 2437

+971 4 335 2438

www.iirme.com/contactcentre

Forum Day One Monday 17 September 2012 08.30

Registration And Morning Refreshments

09.00

Opening Remarks From The Chairman

12.30

Networking Lunch

Service Providers Under The Microscope

Contact Centre Operations 13.30 The MENA Outsource Debate: Outsource Vs In-House! This lively debate featuring 4 national leading outsourced contact centres and Heads of in-house call centres will examine the benefits and challenges of both methods, focusing on: · Right size and right time for your business to outsource or develop an in-house contact centre department · Follow-up and management: How do you measure results and productivity? · Knowledge transfer and training strategies · Quality of service and customer experience: Can an outsourced provider precisely answer customer needs

09.30 Case Study: Abu Dhabi Government Contact Centre – Developing One Of The Best Government Contact Centres Worldwide To Exceed Citizens’ Expectations · Analysing strategic differences between government and commercial contact centres to better serve customers’ needs · Integrating technology and HR and establishing bridges with other government departments to propose an exhaustive unified service · Improving people and management processes through formation and trainings to improve productivity and meet citizens’ expectations · The Abu Dhabi Government Contact Centre: An ongoing journey towards excellence

14.20 Successfully Choosing A Contact Centre Provider That Advocates Your Brand And Maintains A High Quality Service · Effectively preparing a business case for outsourcing · Costs and benefits of outsourcing compared to an in-house contact centre · The importance of key performance metrics and measurement to build up a long term improvement strategy Talal Shami, Regional Call Centre Manager, Aramex, UAE

10.10 Meeting Accelerator: Structured Networking Session This unique facilitated networking session will give you a rare opportunity to meet contact centre and customer service professionals from across different industries, public and private sectors, international experts and outsource and technology providers. Exchange your ideas, insights and business cards!

15.30 Interactive Round Table Technology Demonstrations Join this unique technology and service solutions focused round table session. Each round table will enable you, as a delegate, to experience new technologies and services first hand and discuss the challenges they are facing with their current operations. You will have the opportunity to experience 30 minute round table sharing from 3 of the following particular subjects (allocated time of 3 times 30 minutes to favour networking and new trends):

10.40

Networking and Refreshment Break

11.10 Centralising And Streamlining Your Contact Centre Operations: How To Build Up Your Strategy To Improve Productivity And Reduce Costs · Clearly identifying the objectives of a contact centre in the overall company strategy to optimise allocated resources · Implementing guidelines and standards of quality to facilitate controls and fine-tuning decisions · Sales techniques and methods to improve customer experience and increase satisfaction rate while reducing calls length to drive down cost · Temporary staffing: Priceless opportunity or costly flexibility? Hatim Badawi, Director of Customer Care, Etisalat, Egypt 11.50 Case Study: Working Effectively With Your Outsourcing Partner · Managing quality and security using an outsourced provider · Examples from Middle East outsource partnerships · Embedding your clients vision, culture and goals within the outsourced contact centre · Implementing quality measurement and performance measurements for effective reporting

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LIVE DEBATE

09.05 Keynote Address: Future Trends In The Contact Centre Industry And How It Will Impact Your Business · What are the key drivers of change in today’s contact centre markets? · Understanding customer contact centres today as a complex blend of multi-channel operations, often distributed globally · How the new trends will impact on how service is delivered in the future · Creating a continual review of strategy and operations to meet the needs of a more challenging customer base during an increasingly uncertain economic climate Peter Sunderland, Chairman, Customer Contact Association (CCA), UK

15.00

Networking and Refreshment Break

CRM – Successfully manage client relationships and help to attract and retain customers VOIP – Integrating VOIP into your multi channel operations to enable a unified service IVR – Implement IVR to handle high call volumes, reduce costs and improve customer experience Analytics – Looking at metrics and other key measurements to improve management and performance of your contact centre Training – Training solutions for developing key contact skills and driving performance Infrastructure – How to upgrade your existing systems to face operations increase 17.00

Closing Remarks From The Chairman

www.iirme.com/contactcentre

Forum Day Two

Tuesday, 18 September 2012

08.00

Morning Refreshments

10.20

Networking and Refreshment Break

08.55

Opening Remarks From The Chairman

10.50

Panel Discussion: Training, Motivating And Retaining Staff To Create A Better Customer Experience Regional and international experts will share their experiences in: · Employee engagement · Effective training practices · Managing change · Measuring and rewarding performance

Celebrating The Contact Centre Industry 09.00

Ask The Experts: Contact Centre Award Winners From The Region And Internationally Presentations from regional and international award winning contact centres sharing their experiences and advice on how to improve your contact centre operations. This is your chance to quiz the experts afterwards in relation to the challenges you are facing in your own contact centres.

Business Prospects For The Contact Centre Industry 11.30

Nafisa Taha, Operations Manager, Abu Dhabi Distribution Company, UAE Ahmad Mourad, Senior Director Customer Operations Support & Planning Commercial, Du, UAE 09.40 Attracting & Retaining Nationals In The Contact Centre Industry · Sourcing and attracting Nationals to the service sector · Meeting salary and reward expectations even in the contact centre · Distinguishing a clear career path in the service sector · Developing an engaging reward and recognition strategy to build retention Dr. Salwa Al Nuaimi, VP – HR & Talent Acquisition, Etihad Airways, UAE 10.00

Case Study – Launching The Etihad Emirati Women Only Contact Centre In Al Ain · Recruiting and training 80 Emirati women for a unique operation run entirely by female staff members · Aligning contact centre management with overall emiratisation strategy and career opportunities · Employing young Nationals and strengthening the overall workforce in the UAE · Providing a unique customer service for the regional market

Post Forum Workshop

12.10

Successfully Implementing A Centralised Contact Centre To Maximise Business Performance · Analysing the business objectives for a contact centre · Gaining support from top management · Research and implementation of processes: people, business resources and communication · Ongoing training and performance metrics in the context of overall business and financial goals Syed Zia Islam, Senior Vice President, Head E-Banking Services Retail Banking Group, Dubai Bank, UAE Business Process Improvements To Align Contact Centre Strategy With Business Goals · Is your contact centre meeting its performance goals? · Gaining management and stakeholder buy–in · Involving employees and including ambassadors for your organisation · Improving communication to staff so they can personally contribute to the success of the business Ahmed Abdo, VP Head of Contact Centre, Abu Dhabi Commercial Bank, UAE

12.50

Closing Remarks From The Chairman

13.00

Networking Lunch

Workshop registration starts at 13.30 with the workshop commencing at 14.00 and concluding at 17.30. There will be a refreshment break at appropriate times.

Implementing International Best Practice In Your Contact Centre In the Middle East region, there is not one standard best practice that contact centres follow. As contact centres become more sophisticated in their operations, it is essential that quality and customer care are still paramount. Moving forward, contact centres in the region should look at international standards as a guide to improving their processes. This workshop, run by the CCA is based on the key principles of the CCA Global Standard© Version 5. The standard ensures that the requirements and guidelines reflect the latest customer focused approach being taken by today’s contact centre operators. The standard offers a flexible implementation process to support existing business structures and processes.

Key Topics:

· Implementing processes that support multi-channel operations · Guidelines relating to non-voice channels · Improving communication across all business units to improve customer experience · Enabling shared learning and ownership between multidisciplined functions · Ensuring consistency in the delivery of customer sales and service across the organisation

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· Maximising revenue opportunities · Reducing failure demand · Providing attractive career progression and increasing staff retention

About Your Workshop Leader: Peter Sunderland, Chairman, Customer Contact Association (CCA), UK Peter Sunderland is Chair of the CCA, the leading independent authority on Contact Centre strategies and operations. He was a founder member of the organisation and has seen its growth increase from very small beginnings to having a very significant influence within the industry. His own involvement with the industry began when he was responsible for establishing a major UK Banks Contact Centre strategy and then implementing it. He is a recognised authority within the industry and has advised both banks and other service sector industries on their direct delivery

www.iirme.com/contactcentre

17-18 September 2012 • Le Royal Méridien, Abu Dhabi, UAE FIVE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 21743 Dubai, UAE

+971 4 335 2437 +971 4 335 2438

www.iirme.com/contactcentre

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DELEGATE DETAILS

CALL: +971 4 335 2483 E-MAIL: a.watts@iirme.com Conference fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance. All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

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A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received. Credit card payment If you would like to pay by credit card, please tick here and a member of our team will contact you to take the details

Cancellation If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days or less before the Event must be paid in full. Substitutions are welcome at any time. All registrations are subject to acceptance by IIR which will be confirmed to you in writing. Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers or topics.

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